IVR (Interactive Voice Response) is an automated computer system used in telephony, particularly by call centers and customer service departments. It enables companies to offer better quality telephone support, filter incoming calls, and manage peaks in activity by reducing the workload of agents. This innovative technology facilitates communication and boosts business performance.
An interactive voice response (IVR) system is a type of “voice robot” that automatically answers incoming calls, sorts them based on several options, and then redirects them to the most appropriate contact. This ensures efficient call management, reduced wait times, and an optimal customer experience.
An interactive voice response (IVR) system generally uses several technologies, such as the Dual Tone Multi-Frequency (DTMF) system or voice recognition. In both cases, the user must make several choices, either by entering numbers on their telephone keypad or by voice response (ASR).
The IVR options menu allows multiple incoming calls to be handled simultaneously. The user is guided through the call: press 1 for “option 1,” press 2 for “option 2,” etc. They are then redirected to the requested service. Other features can be found on an interactive voice response (IVR) system, such as call recording, automatic responses to frequently asked questions, and automatic surveys.
As we have seen, an interactive voice response (IVR) system offers immediate support for incoming calls (24 hours a day), but also reduces waiting times on the phone, efficiently directs callers to the right available advisor, improves customer satisfaction, and enables intelligent data collection.
With an IVR, call centers, customer support, banks, and more can all optimize their telephone reception, increase their productivity, and obtain valuable statistics. For a company, IVR is a real strategic asset!
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A company that uses an interactive voice response (IVR) system can significantly improve its customer experience, particularly by offering a personalized welcome, permanent availability, and automated service (speed, flexibility).
With an IVR, it becomes easier to resolve issues on first contact and reduce the number of incoming calls. All of this also helps reduce operational costs within a company.
Vocalcom’s IVR Studio solution is particularly useful in this area, as it allows you to create customized, intelligent customer journeys with 24/7 self-service options and real-time optimization. With just a few clicks, you can also adjust these personalized journeys based on data collected upstream, with the aim of enhancing customer satisfaction. Intuitive interface, CRM integration, ACD… Discover all its features online!
